Helen Teasdale graduated as an accountant and worked in the product and sales teams of retail and grocery brands before joining the aviation industry as a product manager. When the economic impact of COVID-19 started to be felt, Helen and many of her colleagues were stood down.
"Macquarie has an existing business relationship with the airline and we were informed of the opportunities within their customer service centre," explains Helen. "We were all so appreciative. Macquarie has been so professional and the process was so seamless."
Helen started a short-term contract as a Leasing Service Consultant in the Client Management team.
"I have a financial background, which has been useful, but I've never worked in financial services," she says.
Helen admits she initially held reservations about working in a frontline customer service role because it was just so different from her previous role as a product manager. However, she says she's gained a lot from the experience.
"It might not be the usual career progression," says Helen. "But it's given me a very different perspective and I have learnt a lot."
"My team looks after car lease enquiries, answers questions from customers, generates reports, and refers customers on to other teams for assistance," explains Helen. "You get to speak to a variety of people and there's always something new every day. It's interesting to hear their stories and I like helping people".
All of Helen's team may be working from home but they still have daily virtual huddles, a Workplace chat group and team leaders on hand for support.
"Remote working is a game-changer," she says. "I have been so impressed with Macquarie's virtual training room and the level of support and resources we're provided with."
Working in several businesses that share a strong customer-first focus helped give Helen the customer service mindset she finds useful for the role.
"It also helps to have some life experience and to know what it's like to be on the other end of the call," she says.
"I've always worked with big brands that are customer-focused," Helen says. "Macquarie shares many of the values that my previous employers have had, like putting customers at the centre of what we do, having a can-do attitude and a strong ethical approach."